Dealing with Questions, Objections, and Resistance

Manage the Issues

• Clarify and simplify the issues. By listening carefully and asking good questions, you'll be able to better identify the issues and make sure you and your customer are on the same page. And once you've honed in on the true issues and areas of concern, you'll make it that much easier for the customer to overcome his objections and recognize the right course of action.
• Use real-time techniques. When a customer has a question or concern, she doesn't want to put it on hold. She wants resolution and answers. And you, as a sales professional, don't want to let a drop in momentum ruin your chance at gaining a customer. So to be prepared to think on your feet and employ some real-time techniques.

Manage Yourself

• Stay in control. You can't always control circumstances, but you can control yourself. Don't react off the cuff and get defensive. If you're facing objections and resistance, you're in the toughest part of the sales process – the time your customers need you the most. So maintain emotional control and help ease your customer's concerns. Keeping your cool is one way to let your customers build trust in you. They'll know they're dealing with a professional.
• Remain confident. Don't let questions, objections, and resistance shake you. Consider customer issues as just another way for potential customers to reach out and get to know you. Don't automatically assume that your abilities and knowledge are in doubt. Instead, use the situations you encounter to showcase your skills, helping customers to know who you are and what you bring to the table. They'll be buying into you as much as they will be your product or service.
• Use language and body language to your advantage. With carefully chosen words or with attentive silence and meaningful gestures, you can show you are listening and that you understand your customer's concerns. When you speak, be mindful of the power of words and communicate in a way that resonates with your customer. Your goal shouldn't be to impress or intimidate or manipulate. In every word and action, demonstrate that you care about the fact that your customer is wrestling with legitimate issues.

Overview/Description

If you want to set yourself apart from other sales professionals, there are some good techniques you can use to further your sales efforts when an objection arises. This Business Impact explores techniques for dealing with customer questions, objections, and resistance, illustrated in a sales conversation about an enterprise-wide business process software solution.

Target Audience

Experienced sales professionals interested in improving their ability to deal with questions, objections, and resistance from educated buyers.